Frustrated with Homewood Suites Convention Center

[abuck75]

Booked the Homewood Suites on Hilton Points well over a month ago, and I received a confirmation that our families 5 night stay was covered with points. At the time I booked, I could have paid ~ $1,000 for 5 nights in the room, or 180,000 points.

I looked at my Hilton app today as the trip is next week, and under details for the stay it shows the cost of the room as $1,788 + 180,000 points. I called Hilton Honors and spent 30 minutes on hold, only to be told the Hotel property (not Hilton corporate) proactively modified the reservation to include the $1,788. As I side note, I could book the same room today for ~ $1,200 without using any points. Hilton Honors said while they can't override the properties modification, I wont be charged, so they sent a new confirmation that shows $1,788 + 180,000 points but added the comment "THE GUEST WILL AVOID THE COST, AND ANY OTHER FEE WITH THE RESERVATION".

I'm sure at the end of the day, it will work out, but I'm guessing there will be additional hassle at check-in/check-out and I've already spent too much time and anxiety dealing with this. Must say, I'm a bit concerned going in.

 

[nutshell]

I would call the hotel directly and try to get some sort of confirmation before check-in. Good luck!

 

[abuck75]

I wrote a long e-mail and got a call at 11:00 PM to tell me I'd be responsible for paying and the note means nothing. I forwarded her my original confirmation and she cancelled and rebooked a standard room assuring me we'd get upgraded to the suite we original booked and received confirmation for.

I'm seriously thinking I may need to take my weekly business travel to Marriott.

 

[Uncranky Donald]

I wrote a long e-mail and got a call at 11:00 PM to tell me I'd be responsible for paying and the note means nothing. I forwarded her my original confirmation and she cancelled and rebooked a standard room assuring me we'd get upgraded to the suite we original booked and received confirmation for.

I'm seriously thinking I may need to take my weekly business travel to Marriott.

Wow, that's some serious poor management and customer service right there. It's pretty stinky when you the customer have to forward your own proof of purchase just to be validated/given what you in fact..purchased! I do quite poorly in those situations, but it sounds like you're one cool customer, bravo! I'm sorry you had to deal with this, but so happy it's at least been fixed, hope it all goes well upon arrival

 

[thinkerbell]

I wrote a long e-mail and got a call at 11:00 PM to tell me I'd be responsible for paying and the note means nothing. I forwarded her my original confirmation and she cancelled and rebooked a standard room assuring me we'd get upgraded to the suite we original booked and received confirmation for.

I'm seriously thinking I may need to take my weekly business travel to Marriott.

So, is your new confirmation for money or points? We are staying there on points in three weeks. That is a bit concerning. I wasn't aware that they could change it like that. Doesn't seem legal! We have a regular room reserved. Going to check our reservation now.

 

[abuck75]

New reservation is for points. I really have no idea how this happened, and no one from Hilton Customer service seems to be able to answer me. They all indicate there is a new system that doesn't show the history well.

I'm going to try and find executive contact information as I really think the experience has been unacceptable.

 

[abuck75]

Also, it seems Hilton did something to update their reservation system so it's harder for them to see what has happened along the way.

 

[abuck75]

Just wanted to share that the representative that called yesterday was able to bring to resolution. The confirmation now reflects the original.

 

[thinkerbell]

Good to hear! That would have been awful to face if you hadn't checked before you got there. Could have been a horrible start to a vacation.

 

[CateinPhoenix]

Good to hear! I am Diamond with HHonors and we love the Homewood for the value!

 

[bumbershoot]

Just wanted to share that the representative that called yesterday was able to bring to resolution. The confirmation now reflects the original.

Excellent. I was going to suggest the power of social media if needed.

What a weird glitch to have!

 

[deetman]

I'm seriously thinking I may need to take my weekly business travel to Marriott.

I would seriously consider this. I'm not near the road warrior that some are, but there are some good friends of mine on the last project I worked that have been on the road weekly for 7+ years that said the Marriott lifetime benefits are way better than Hilton. (This from both Hilton AND Marriott users.) That plus the Starwood alliance--